The Operate Phase deals with the efficient operation, monitoring, and support of deployed services in line with agreed-to service level agreement (SLA) targets.

The Manage Layer helps users establish an integrated approach to IT service management activities through the use of risk management, change management, and controls. It also provides guidance relating to accountabilities and role types

The Information Technology Infrastructure Library framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The main goal is to improve efficiency and achieve predictable service levels.

It is a best practice that is currently detailed within five publications:

IT Service Management is the management of all people, processes and technology that cooperate to ensure the quality of live IT services, according to the levels of service agreed with the customer.

ITSM is a different approach to traditional IT , It can be said that ITSM is an enhancement to the traditional IT management, so we can see that this happens:

Traditional I/T

ITSM Process

Technology focus

è

Process focus

“Fire-fighting”

è

Preventative

Reactive

è

Proactive

Users

è

Customers

Centralized, done in-house

è

Distributed, sourced

Isolated, silos

è

Integrated, enterprise-wide

“One off”, adhoc

è

Repeatable, accountable

Informal processes

è

Formal best practices

IT internal perspective

è

Business perspective

Operational specific

è

Service orientation

ITSM it is based on functions such as systems management, network management, application development and on process domains such as Change Management, Service Level Management and Problem Management.

To be able to work with ITSM, ITIL and MOF are two of the frameworks available to the IT service organization or department aiming for the highest quality at the lowest cost in a turbulent environment.